The customer comes first at forum

The customer comes first at forum

One of the ways government is like business is that they both have customers, particularly when government offers enhanced services online. That’s why customer relationship management has become a hot topic in government circles—it not only helps managers focus on delivering citizen-centric services, it can help agencies achieve paperless processes and other IT goals.

CRM was the subject of a recent all-day forum in Washington presented by the Digital Government Institute, the Council for Excellence in Government and GCN, along with several federal IT groups.



Top left: Carol Koehler, information platform business manager in sales and marketing for the Postal Service, desbribes USPS’ CRM implementation.

Top middle: Jerry Songy, director of taxpayer education and communication for the IRS Small Business/Self Employment Division, talks about the service’s project.

Top right: Gayle Sienicki, program manager for the Transportation Department’s Do It Yourself Web site, offers another best practice.

Bottom right: Richard W. Culp, director of telecommunications at the Veterans Benefits Administration, talks about VBA’s progress.

Bottom middle: Sandra Borden, project manager for the Coast Guard’s Vessel Traffic Services Project, moderates the session on best practices.

Bottom left: Tony Trenkle, director of electronic services for the Social Security Administration, speaks on managing expectations.

About the Author

Connect with the GCN staff on Twitter @GCNtech.

Featured

  • Social Media
    Editorial credit: pcruciatti / Shutterstock.com

    They took all the tweets and put 'em in a tweet museum

    Twitter cancelled @realdonaldtrump, but the National Archives will bring presidential tweets back via the Trump library website.

  • Workforce
    Avril Haines testifies SSCI Jan. 19, 2021

    Haines looks to restore IC workforce morale

    If confirmed, Avril Haines says that one of her top priorities as the Director of National Intelligence will be "institutional" issues, like renewing public trust in the intelligence community and improving workforce morale.

Stay Connected